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8x8 is a must!
Updated April 20, 2021

8x8 is a must!

Anonymous | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User

Overall Satisfaction with 8x8 Contact Center

Currently we use it for multiple departments (Sales, Customer Service, and Quality Control). We use it to receive calls regarding customer inquiries on insurance for Auto, Business, and home. Since we are a call center we need to use a telephony system that allows us to take and place calls as well as monitor and track call data. 8x8 addresses all of these issues with us. Allows me to track all my call center data with multiple reporting options and functions.
  • Reporting.
  • Call monitoring.
  • Customer support.
  • User friendly.
  • Easy to set up.
  • Implementation of WFM system.
  • More customizable reporting.
  • Standalone systems.
  • Call quality has had a great impact.
  • Customer routing improved.
  • Warm Transfers have improved customer experience.
8x8 is light years ahead of Vonage. One of the reasons we switched was because of how bad Vonage was. There are a few reports that Vonage has which 8x8 doesn't but that doesn't mean we are not able to get the same data in 8x8. Vonage lacks customization of status codes, post processing codes, and over control of their systems. Even as an admin I am limited in what I can do in Vonage which is not the case in 8x8. I have almost full authority and control in 8x8 and call center queue set ups. This overall is MUCH better.

Do you think 8x8 Contact Center delivers good value for the price?

Yes

Are you happy with 8x8 Contact Center's feature set?

Yes

Did 8x8 Contact Center live up to sales and marketing promises?

Yes

Did implementation of 8x8 Contact Center go as expected?

Yes

Would you buy 8x8 Contact Center again?

Yes

8x8 is a great call center system for a company of our size. I'm not sure how well it would work for a major company with thousands of employees. For a small call center 8x8 provides pretty good reporting. It has a great call monitoring section which allows users to monitor an agent phone and screen live. Also allows full customization of Post Processing Codes, Status codes, and outbound codes. It could improve on the reporting side by allowing the reports to be more customizable. Overall still a great system. Much better then the one we previously used.

8x8 Contact Center Feature Ratings

8.6
Agent dashboard
10
Validate callers
9
Outbound response
10
Call forwarding
10
Click-to-call (CTC)
6
Warm transfer
10
Predictive dialing
Not Rated
Interactive voice response
Not Rated
REST APIs
5
Call tracking
9
Multichannel integration
8
CRM software integration
Not Rated
9.2
Inbound call routing
10
Omnichannel inbound routing
8
Recording
10
Quality management
10
Call analytics
8
Historical reporting
9
Customer surveys
Not Rated
Omnichannel support ()
Not Rated
Predictive Analytics ()
Not Rated

8x8 Contact Center Support

Any time I have an issue or just questions in general, I get quick response and assistance. It could on system issues or just stuff that I don't know how to do. An agent is always willing to spend the time showing me how to use the system. Sometimes even after hours which is above and beyond.

Using 8x8 Contact Center

I gave it an 8 only because in order to use the Call Center system, you need to use another application first. Otherwise your calls won't actually come through or go out. If it weren't for this small detail, I would have rated it a 10. This definitely isn't a deal breaker for me just something that won't allow me to give it a perfect 10. Everything else is great though.